Because nobody is a better expert in the art of nursing than... - page 2
(wait for it....) A CORPORATE P.R. representative! That's right! For the next however many weeks it takes, we un-enlightened nurses get to have a P.R. (could stand for public relations or patient... Read More
Dec 23, '12I think we all need to be retrained.
In school I was taught ABC's of nursing. I think need to change curriculums. It needs to be get coffee for the visitor, change the channel on the TV, raise the bed, fluff the pillow first. Then after you do all of this check on all the other patients to see if they would like a back rub. Then and only then after all of this is done go check on the patient turning blue in room 308 B. But of course you have to make sure the patient in the A bed doesn't need a ginger ale first.
I am going to work as hard as I can to finish school so I can get the heck away from the bedside. I didn't go to school to learn customer service. I went to learn how to take care of people and make sure they stay alive. I think my school owes me a refund.
Dec 23, '12This foolishness is driven in part by CMMS, an agency not wholly unused to being clueless about actual patient care.
Here's a link to an AJN article that notes the contrived, sometimes detrimental effects such policies have.
On Tying Medicare Reimbursement to Patient Satisfaction Surv... : AJN The American Journal of Nursing
Blaming the hospital execs, despite the fact that many bad ideas originate with them, is not likely to impact this problem. A better approach is to inform your congresscritters about your concerns. Since government moves at a glacial pace to address real problems, rather than the political kind, don't expect quick action. Be prepared to be persistent to the point of being a PITA.
Dec 23, '12Remember the days we got scolded for "Spoiling" a patient or family member? Hahaha
Now I'm waiting for a poster to critique the attitude here, I've got my Medcart's wheel brakes "off," and ready to run them down.
What's scary is when it's insinuated that if you don't take the time to meet the facilities "mission," of 'Booty Smootching' instead of booty saving, there's an applicant right now in HR with bated breath to "serve the coffee with a smile"Last edit by BostonTerrierLoverRN on Dec 23, '12
Dec 23, '12Quote from BostonTerrierLoverRNSince most coffee vending machines have the cup fairly low, you might suggest to the kisser of a..., er, advocate that it will be easier for her to get that cup of coffee for the erstwhile VIP if she gets off her high horse.
I told her, "If this is so important right now- why couldn't you just grab him a cup- I got to get in here."
Advocate's voice grew louder, "Because," she said condescendingly, "It's my job to 'train' hospital staff on important patient relations issues-Not to waitress!"
Dec 23, '12I'd walk in to every patient room and introduce myself, along with the PR person and make it clear that they were there for marketing, not the patient's care, and did they wish the PR person to step outside so we can conduct their assessment in private?
Boston, I'm surprised you finished that conversation. I've simply walked away from the patient advocate while in the middle of something critical that took precedence.
Dec 23, '12Quote from One1I don't get the point of an advocate on the unit if they can't get a simple cup of water for crying out loud if you are busy. Good lord. It takes longer to ask you to get something for the pt than doing it themselves.We are also being "re-educated" on PROPER nurse-patient relationships right now via new policies, funny little "model conversations" in our newsletters, and so on (please note that these lines are dripping with sarcasm).. Like your workplace, these things come from corporate who has never touched a patient or ever worked even remotely at bedside. Patient satisfaction trumps patient care these days, and our floor is bustling with patient representatives and advocates who are constantly seeking us out while we are doing procedures in other rooms to ask if we can please bring the pt in room 5 a cup of water and if the pt in room 3 (who was explained 3 times already that he cannot eat because he might have to go into surgery) can have a food tray...
Dec 23, '12Quote from nrsang97I absolutely do not want these people doing anything with the patients. My old ER had a customer service rep who just loved to feed people and just figured well, when we run out, we run out! I asked, when we take in a diabetic who NEEDS those crackers and gatorade? Also, what do you plan to tell the surgeon when he asks why patient was fed?I don't get the point of an advocate on the unit if they can't get a simple cup of water for crying out loud if you are busy. Good lord. It takes longer to ask you to get something for the pt than doing it themselves.
The pt has dietary orders and it is not the job of customer service to interpret them.
Dec 23, '12I am not saying that they should imterpret the diet order. However if they are able to tell you that room 5 wants a glass of water and you or your aide are busy then they can absolutely get it for the pt.
Dec 23, '12Quote from nrsang97And they know if room five is npo or not how exactly?I am not saying that they should imterpret the diet order. However if they are able to tell you that room 5 wants a glass of water and you or your aide are busy then they can absolutely get it for the pt.
Dec 23, '12I'm sorry but if they can find me or call my spectralink and ask me to get the patient a glass of water, then I can tell them if the patient can have one and they can get it if I am busy. They would also be told not to if the patient is having a procedure. Of course I am expecting them to actually ask me first.
Dec 23, '12So we have just figured out the advocates/Customer Service Reps are not best fitted for the hospital environment, and that they create confusion and cause distraction on the wards. Most of the time, I will ask if I'm running, "Is this for a patient or family member?" 95% of the time it's a family member! Then I have a little fun,... "So, is your job Patient Advocation, or Family Member Advocation?"
I'm not a nurse kratchet, but I do work in ED, I don't like family eating in front of NPO patients unless their diabetic. And as VICEDRN said, the snacks and even coffee here are at a premium for NEEDs.
They really should not be allowed in ED. I had a male advocate knock and go in a fully draped females OB room,... I was furious, she was embarrassed! It's getting rediculous!Last edit by BostonTerrierLoverRN on Dec 23, '12
Dec 23, '12Quote from nrsang97Great theory. Works until they get tired of our attitudes and decide to do whatever makes the customer happy on their own which both undermines the nursing staff and complicates patient care. I assure you they will not be cleaning up the vomit when the patient gets sick.I'm sorry but if they can find me or call my spectralink and ask me to get the patient a glass of water, then I can tell them if the patient can have one and they can get it if I am busy. They would also be told not to if the patient is having a procedure. Of course I am expecting them to actually ask me first.
They need to simply be told that that's up to care providers and if and when patient can have water and you are not busy, you will get it.